At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

The Manager, Program Management is responsible for oversight of the program, leading a team of Supervisors and serving as a resource for team members. This position manages activities and relationships between team members, the patient community and clients. The Manager coordinates and administers program services and policies, supports the development of operating policies and procedures, and directs the work of designated program team members. The Manager is accountable for achievement of key performance indicators, contractual requirements, and quality of program products and services to deliver maximum client and patient satisfaction. Additionally, the Manager is responsible to drive process and program improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• Setting clear direction, effective plans and measurable outcomes
• Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
• Driving team engagement for program and company success
• Developing a pipeline of excellent talent to fill future business needs
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

PEOPLE LEADER:
People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Lead the team’s program services and policies; administer and execute the delivery of high quality patient and client services, improve program efficiency and high team member job satisfaction
• Lead the planning, development and approval of program specific operational policies. Monitor policies relating to personnel actions, training and professional development programs
• Conduct onboarding, training, and evaluation of staff
• Manage established key performance initiatives by monitoring, tracking and generating reports for internal and external clients

EXPECTATIONS OF THE JOB:

• Establish workflow, work methods and performance standards for the team
• Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and/or complaints
• Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
• Effective teamwork at all levels and areas of the company; with internal team members as well as external entities
• Present program information to internal and external clients
• Ensure adequate staffing assignment for program commitments In collaboration with workforce management
• Ensure successful new employee onboarding and training
• Identify and execute cross training opportunities
• Adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deadlines
• Travel may be required; approximately less than 10%

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Associate’s Degree and 10 years’ experience or Bachelor’s Degree 8 years’ experience
• Customer service experience
• Supervisory experience
• Experience in a healthcare setting
• Demonstrated proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Ability to communicate effectively to the business unit(s) as a whole, and individually, to discuss issues, new process, training and to gather input on ways to improve the program/programs(s)
• Critical thinking and problem solving skills with the ability to perform detail-oriented work accurately
• Ability to work with multiple stakeholders (patients, clients, physicians) in a fast paced environment
• Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree - Study in Life Sciences, Pharmacy, or Business related discipline
• Experience with managed care, prescription benefits, reimbursement, medical billing and/or pharmacy

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

This is a largely sedentary role. While performing the essential functions of this job the employee is regularly required to stand and/or sit for long periods of time (up to 90%). Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp; occasionally required to lift and/or move up to 25 pounds. The employee is intermittently required to stoop or crouch; push or pull; or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

This job operates in a professional office environment. This role routinely uses standard office equipment.

The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.

EVERSANA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.

OUR CULTURAL BELIEFS

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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